Customer experience management: The 5 competencies of CX success

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Posted: 04/13/2018

Your guide to the five core competencies of CX management and the financial outcomes mature programs deliver.

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Great customer experience is not only a tagline. It delivers better business results. In fact, according to a study by Forrester, public companies classified as ‘CX ‘leaders’ outperformed ‘CX laggards’ by nearly four times over an 8-year period. A separate study by Bain & Co found that industry NPS leaders experienced revenue growth nearly twice as high as that of their peers over a comparable period of time.

Download this comprehensive guide to learn more about customer experience management and the financial outcomes mature programs deliver, centred on five core competencies:

  • Culture & leadership: Gain executive sponsorship, publish CX values, align departments on common customer.

  • CX management systems: Gather holistic, authoritative views of customers and drive systematic, strategic initiatives to improve their experience.

  • Customer intelligence: Measure and act on employee engagement, empowering employees and instilling customer-centricity across the ranks.

  • Connected employees: Build programs that scale quickly and test continuously to drive continuous customer experience improvement.

  • Continuous innovation: Deploy operationally integrated programs that capture omni-channel feedback along the customer journey, identify key satisfaction drivers, and use those insights to improve the customer experience.
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CXN logo small
Posted: 04/13/2018